JOB SUMMARY:

As a Sr. Client Services Analyst, you will have the chance to work with cutting-edge technologies and be part of a dynamic team that values innovation and continuous improvement. You will play a critical role in supporting our internal clients, ensuring they have the tools and resources they need to succeed. This position offers a unique blend of technical challenges and opportunities to develop your skills in a collaborative environment. Additionally, you will have the opportunity to work on high-impact projects that directly contributes to the success of our business. At Crane Aerospace & Electronics, we are committed to fostering a culture of growth and development. you will have access to ongoing training and professional development opportunities, as well as the chance to work the some of the brightest minds in the industry. If you are looking for a role where you can make a real difference and be part of a forward-thinking company, this is the perfect opportunity for you.

MINIMUM QUALIFICATIONS:

• Experience:
• Minimum of 5+ years working in a Help Desk or a Desktop Support Senior Role.
• Minimum of 3 years of demonstrated success at the Client Services Senior level within a large organization.
• Knowledge, Skills, and Abilities:
• Proficient in Active Directory, Privileged Access Management, SCCM, Windows 11, ITSM, Data Encryption, Employee Onboarding and Offboarding, and continuous improvement.
• Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of VOIP technology.
• Outstanding communication skills to team and clients. Ability to motivate the team to adhere IT best practice and deliver outstanding customer service.
• Strong knowledge in Microsoft Office, Patch Management, desktop/laptop imaging, and inventory management tools.
• Excellent knowledge of computers (PC, Laptop) and peripherals.
• Excellent knowledge of configuring and trouble-shooting iOS based mobile devices.
• Strong customer service orientation, good written and oral communication. Attention to details with strategic and holistic mindset, self - motivated and directed.
• Working knowledge of managing tickets, follow up actions and close issues following IT Ticket Management Process.
• Ability to work in a fast-paced and changing environment, manage user expectations and prioritize tasks effectively.
• Must be flexible to work overtime, weekend, and on call (once every 2 months)
• Education: Bachelor’s Degree in IT or 5+ years relevant disciplines.
• Eligibility Requirement : This position may require access to Controlled Data or Information. Where the position requires such access only US Persons will be considered. As a US Department of Defense contractor, we are bound by International Traffic in Arms Regulations (ITAR).

• Providing technical support to primary office site, remote offices, and remote workers.
• Field incoming requests from customers via ITSM or IT Hotline in a courteous manner.
• Install, configure, and manage Windows 10 & 11 workstations/Laptops.
• Install, configure, or troubleshoot applications on workstations.
• Install, configure or trouble shoot printers.
• Assist customers on the use of VPN and associated security devices as well as troubleshoot issues related to WFH customers.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Could perform fixes at the remote or desktop level, including installing and upgrading software, installing hardware, and configuring systems and application.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Support Data Centers and Network Stacks as requested by respected Teams.
• Develop and maintain proficiency in the use of company-wide standard software.
• Participate and provide oversight on projects.
• Identify continuous improvement opportunities.
• Assists IT personnel in identifying the root cause of production defects.
• Assist Junior Analysts in resolving complex issues.
• Manage the resolution of customer tickets according to established Ticket Management Process
• Provide 75% remote support using IT Remote Tools.
• Install and configure approved hardware and software in adherence to Crane Aerospace & Electronics policies, procedures, and naming conventions.
• Any other task assigned by IT Manager or Leadership